Client Experience Manager

Byrne | Zizzi•Oxford, MS

8h•Onsite

About The Position

The Client Success Experience Manager works alongside the team while leading the administrative group responsible for supporting both internal and external client service delivery across the firm. This role ensures that administrative operations run smoothly, efficiently, and in alignment with the firm's commitment to exceptional client experience. The manager oversees scheduling, communications, document management, onboarding coordination, and other client-facing support functions across multiple locations, while fostering a culture of responsiveness, accuracy, professionalism, and continuous improvement. The role also includes advanced responsibilities in data analytics, reporting, and process optimization.

Requirements

Excellent oral and written communication skills.
Attention to detail and a commitment to producing quality work.
Proven experience in training, mentoring, and developing team members.
Strong organizational and time management skills.
Ability to build trusted relationships with clients and team members.
Proficiency with MS Office Suite and willingness to learn new technology.
Ability to work effectively with others in a team-oriented environment.
Associate’s degree in business administration, Management, Accounting, or a related field (or equivalent combination of education and professional experience).
3–5 years of experience in administrative operations, client experience, or professional‑services support, preferably in a multi‑location or fast‑paced environment.
2+ years of supervisory or team‑lead experience, including coaching, workload management, and performance oversight.
Demonstrated experience with reporting, metrics tracking, and data analysis, including proficiency with Excel and dashboard/reporting tools.
Proven ability to manage cross‑functional communication, support complex workflows, and drive process improvement initiative.

Nice To Haves

Bachelor’s degree in business administration, Management, Accounting, Data Analytics, Operations, or a related field.
5+ years of experience in client service operations, administrative leadership, or office management within a professional services environment (CPA firm, law firm, financial services, medical practice, etc.).
Advanced proficiency in data analytics tools (advanced Excel, Power BI, workflow dashboards).
Hands‑on experience with client portals, scheduling platforms, or workflow tools commonly used in professional service firms.
Experience supporting multi‑office operations or geographically distributed teams.
Experience leading or assisting with technology implementations, system migrations, or process‑automation projects.
Background in training development, onboarding program facilitation, or SOP creation.

Responsibilities

Supervise and support the administrative team across multiple locations.
Assign tasks, manage workloads, and ensure timely completion of client support activities.
Conduct regular team meetings and performance reviews.
Train new employees in the Firm’s and Client Services teams policies, procedures, and best practices.
Ensure coordinators are kept informed about changes within the Firm or procedures.
Oversee schedules, verify time recording accuracy, and manage PTO requests.
Ensure consistent, high-quality administrative support for client engagements.
Serve as a point of escalation for client service issues related to administrative functions.
Prepare monthly client reports summarizing KPI for the team
Develop and refine administrative processes to improve efficiency and accuracy.
Implement best practices for document handling, scheduling, and communication.
Collaborate with other departments to streamline cross-functional workflows.
Identify opportunities to update or improve client service procedures.
Assist with development of bi-annual team meetings.
Assist with budget preparation for the Client Services Team.
Oversee use of administrative tools and platforms (Aiwyn, SafeSend, UT, etc.).
Train team members on systems and ensure data integrity and security.
Recommend and implement new technologies to enhance service delivery.
Ensure administrative practices comply with firm policies and industry regulations.
Maintain confidentiality of client and firm information at all times.
Oversees interviewing, hiring, corrective actions, and terminations in accordance with policy.